Tenancy Succession Policy

This policy has been reviewed by our customers

Version 1.0 January 2026

1. Scope
2. Purpose and objectives
3. Policy statement
4. Definitions
5. Policy
6. Contacting SNG
7. Complaints
8. Compliance
9. Sustainability
10. Responsibilities
11. Equality, diversity and inclusion
12. Related documents
13. Legislation and regulation
14. Review

1 - Scope

This policy explains how we approach succession to a tenancy and only applies to Sovereign Network Group (SNG) assured and secure tenancies for general rented homes, including Housing for Older People accommodation. This explicitly excludes assured tenancies in Supported Housing, Keyworker and Market-Rent accommodation.

Succession rights apply to fixed-term tenancies; however, where succession is granted, the successor is entitled only to the remainder of the fixed-term.

Succession means the right to take over a tenancy after the original tenant dies. This allows eligible family members or a surviving partner to inherit the tenancy, provided they meet the criteria within the tenancy agreement and the applicable legislation.

Requests to change tenancy arrangements outside of statutory succession will be considered in accordance with the Tenancy Changes Policy.

For clarity on any specific points, customers should refer to their tenancy agreement.

2 - Purpose and objectives

The purpose of this policy is to outline the legal and contractual frameworks that govern succession and sets out how SNG will apply discretion in cases where no automatic right exists.

SNG is committed to providing empathetic guidance to bereaved families while ensuring consistency and transparency in decision-making. Our policy seeks to safeguard existing tenancies, facilitate the appropriate allocation of housing, and uphold statutory and contractual obligations as a housing provider.

3 - Policy statement

When a tenant dies, there can be significant and life-changing consequences for their family and household. We will apply a trauma-informed and culturally competent approach, recognising that experiences of bereavement, family structures and living arrangements may differ.

We will take account of extended and multi-generational households and will not rely solely on formal documentation where this may unfairly disadvantage individuals. Instead, we will consider a range of appropriate evidence and exercise professional judgement.

We will provide clear, timely and supportive advice, tailored to individual circumstances, to help families or estates understand how the tenancy will be managed following their loss.

4 - Definitions

Succession - Tenancy succession is the legal process where a person inherits a tenancy after the original tenant dies. The person who inherits the tenancy is known as the "successor". Succession allows eligible individuals, typically family members, to take over the tenancy if they meet specific criteria.

Contractual succession - Rights given to some people through the tenancy agreement rather than by statute.

Executor or administrator of the estate - A person acting on behalf of the deceased tenant. This person can legally terminate the tenancy, where the next of kin cannot.

Statutory succession - Statutory succession refers to the specific right, governed by law, to transfer the tenancy to a qualified person (statutory successor) following the death of a tenant. For most tenancy types, only one statutory succession is permitted.

Discretionary succession - We may use our discretion to offer a new tenancy where there are no statutory or contractual succession rights after the tenant dies in exceptional circumstances.

Large Scale Voluntary Transfer (LSVT) agreement - A process in the UK where a local authority voluntarily transfers all or a significant portion of its social housing stock to a private Registered Provider (RP), which is a registered social landlord. Often the transfer includes promises we made, such as giving additional succession rights.

Applicant - The person making the application for the succession.

Successor - The person who becomes the tenant after the succession is complete.

Guarantor - A guarantor is someone who legally agrees to take on the tenant’s financial responsibilities – primarily rent and other tenancy breaches.

Household member or family member - A household member refers to a person who is living with the tenant and is included as a household member on our tenancy records. A household typically includes the tenant, their partner, and their dependent children.

A family member is defined by the Housing Act 1985 (Section 113) as: a spouse or civil partner, a parent, grandparent, child, grandchild, brother, sister, uncle, aunt, nephew or niece. This includes family relationships through marriage or civil partnership, by half-blood and stepchildren. This doesn’t apply to lodgers and carers.

Right to Rent - A check required by the government to ensure that the person succeeding to the tenancy has the right to remain.

Recourse to public funds - "Recourse to public funds" means a person is able to claim certain UK government benefits, including housing benefit or universal credit and local authority housing assistance, while "no recourse to public funds" (NRPF) means they are not.

Notice to Quit (NTQ) - In the context of tenancy succession is a formal notice used to bring a tenancy to an end following the death of a tenant. This situation typically arises where a household member wishes to succeed the tenancy, or where no statutory or contractual right of succession applies.

Where the tenant has died, the tenancy must be formally terminated by serving a minimum 28-day Notice to Quit. When served by the landlord, this is addressed to “the personal representatives of [the deceased tenant]” and is also served on the Public Trustee. An NTQ may also be served by the personal representative(s) of the estate, either the executor (where there is a will) or the administrator (where Letters of Administration have been granted) to bring the tenancy to an end.

Use and occupation - This refers to the legal basis for an occupant to remain in a property and pay charges (often equivalent to rent) when they do not have a formal tenancy agreement in their name, usually while their application to succeed to the tenancy is being assessed or if they do not have the right to succeed.

Mesne profits - This refers to a charge for use and occupation of a property after a tenancy has legally ended, where the occupier no longer has a contractual right to remain. In these circumstances, the occupier remains in the property without the landlord’s formal permission and payments are therefore treated as compensation for occupation rather than rent.

Suspended Payment Order (SPO) - A Suspended Possession Order allows a tenant to remain in their home on the condition that they comply with terms set by the court – typically paying the current rent plus an agreed amount towards any arrears. If the tenant keeps to these terms, the possession order is not enforced. If the terms are breached, the landlord can apply for a bailiff’s warrant without needing a further court hearing.

5 - Policy

 5.1. Our approach

How we will deal with succession claims:

• To consider a succession claim and determine eligibility, we will firstly check the tenancy agreement.
• We will assist applicants who require additional support as per our Vulnerability and Reasonable Adjustments Policy, signposting to other agencies where applicable.
• We’ll request certain information from applicant, including the death certificate and proof of Right to Rent and, where applicable, recourse to public funds.
• We will need to verify the accuracy of the information provided, and we may also need to visit the applicant at the property and conduct further checks. If we suspect fraud, we’ll investigate this in line with our tenancy fraud process.We expect all claims to succeed the tenancy to be made in writing within one month of the tenant’s death.
• We will confirm if a use and occupation charge is applicable.
• We’ll keep the applicant informed during the process and write to them with our decision, ensuring they understand any changes and their responsibilities.
• We can offer direction support or signpost to other agencies for welfare and benefits advice.

5.2. What happens when a sole tenant dies?

The tenancy does not legally or automatically come to an end on the death of the tenant. Rent and other tenancy charges remain payable until the tenancy is legally brought to an end by service and expiry of a valid Notice to Quit. This ensures the tenancy is ended correctly and protects all parties involved.

Where there is no qualifying household member with a right to succeed, SNG will require a copy of the tenant’s death certificate and a valid Notice to Quit to be served on behalf of the deceased tenant’s estate.

A Notice to Quit may be served by the executor named in the tenant’s will, the administrator of the estate, or another person lawfully acting on behalf of the estate.

Once a valid Notice to Quit is received, the applicable notice period will apply. For weekly tenancies this is a minimum of four weeks, expiring on a Sunday. The tenant’s estate remains responsible for rent and any other charges up to the expiry of the notice.

Where there is no executor, administrator, or other person able to act on behalf of the estate, SNG will serve notice on the Office of the Public Trustee and the property.

5.3. Statutory succession

Statutory succession applies only where the deceased was a sole tenant.

A statutory succession arises by operation of law under the Housing Act 1985 (secure tenancies) or the Housing Act 1988 (assured tenancies).

A statutory succession may occur in the following circumstances:

• Where the successor is the tenant’s spouse or civil partner, or a person living with the tenant as such, provided the property was their only or principal home at the time of the tenant’s death; or
• For tenancies that started before 1 April 2012, where there is no qualifying spouse or partner, another qualifying family member who occupied the property as their only or principal home for at least 12 months immediately prior to the tenant’s death.

Only one statutory succession is permitted by law. No further statutory succession can occur unless the tenancy agreement provides additional contractual succession rights.

5.4. Survivorship

Survivorship only applies to joint tenancies.

When one joint tenant dies, the surviving joint tenant automatically becomes the sole tenant. This happens automatically under the law and is not counted as a formal succession, either statutory or discretionary.

Because the tenancy simply continues in the surviving tenant’s name, it does not give them, or anyone else, an additional right to succeed to the tenancy now or in the future.

5.5. Contractual succession

Contractual succession is when a tenancy agreement grants a person the right to take over a tenancy after the original tenant's death, as opposed to statutory succession which is based on the law. Contractual succession is commonly available to qualifying family members or carers, where expressly permitted by the tenancy agreement, who occupied the property as their only or principal home for a specified period immediately before the tenant’s death, as set out in the tenancy agreement.

5.5.1. Effect on the tenancy

Whether a contractual succession results in the continuation of the existing tenancy or the grant of a new tenancy depends on the wording of the tenancy agreement:

• Continuation of the existing tenancy: Where the tenancy agreement allows the tenancy to continue on succession, the successor takes over the existing tenancy on the same terms. This is treated as a contractual continuation, so no new tenancy is created, even though the succession is not statutory.
• Grant of a new tenancy: Where the tenancy agreement provides for a new tenancy to be granted, the original tenancy ends on the tenant’s death. A new tenancy agreement is then issued to the successor, and updated terms may apply. Although described as succession, this arrangement operates in legal terms as a re-grant

5.5.2. Review of housing suitability

Where a tenancy continues or is re-granted following contractual succession, we may review the suitability of the accommodation with the successor and discuss alternative housing options in certain circumstances, including where:

• the property contains significant adaptations that may be required by another household with an assessed medical need;
• the property is substantially under-occupied following succession; or
• the accommodation is otherwise unsuitable for the successor’s long-term housing needs.

Any such review will be handled sensitively and will not remove or undermine any legal right to statutory succession, nor the continuation of the tenancy where contractual rights apply.

5.5.3. Assessing succession claims

Upon receipt of a succession claim, we will carry out appropriate tenancy and occupancy checks to confirm who, if anyone, has succession rights.

Where there is more than one claim to contractual succession, priority will be given to the tenant’s spouse or civil partner, or a person living with the tenant as such (including same-sex couples).

Where eligible family members cannot agree who should succeed, SNG will make the final decision, acting reasonably, fairly and in accordance with the tenancy agreement and this policy.

Where applicable, a use and occupation charge will be payable. Further details are set out in Section 5.10 – Use and Occupation.

5.6. Discretionary succession

Discretionary succession applies where no statutory or contractual right of succession exists, but an occupier remains in the property following the tenant’s death. There is no automatic entitlement, and discretionary succession is considered only in exceptional circumstances.

Length of time spent living at the property alone does not create a right to remain, and no assumption should be made that a tenancy will be granted.

Each case will be considered on its individual circumstances and assessed objectively, taking into account the facts of the case, relevant policies, and SNG’s housing management responsibilities. The aim is to balance fair and compassionate outcomes for those affected by the tenant’s death with the effective and equitable use of housing stock.

Where there is no statutory or contractual right to succeed, SNG may, at its discretion, consider granting a new tenancy to an occupier. Any decision to grant a tenancy will be made fairly, consistently and without discrimination.

Any tenancy offered under discretionary arrangements will always be a new tenancy, granted at SNG’s discretion and on terms determined by SNG. This may be for the current property or, where appropriate, for alternative accommodation.

In some areas where SNG does not hold nomination rights for its homes, the agreement of the relevant local authority will be sought before a final decision is made.

Any decision not to grant a discretionary tenancy will be based on a balanced assessment of the relevant factors, will be proportionate to the circumstances of the case, and will be clearly explained to the occupier in writing, including the reasons for the decision and the options available to them. In these cases, the occupier will be required to leave the property and seek alternative accommodation.

Where the occupier does not vacate the property, we will take appropriate steps to recover possession of the property in line with the law and our policies. We will provide clear communication about the decision, the reasons for it, and the timescales involved.

Where required, we will offer advice and support to help the occupier understand their housing options, including signposting to the relevant local authority or other appropriate agencies.

5.6.1. Assessment criteria

Discretionary succession is considered separately from statutory and contractual succession.

As it does not arise from a legal or contractual entitlement, the assessment criteria applied are necessarily more stringent. This reflects SNG’s responsibility to ensure fair and effective use of social housing, while balancing compassion for those affected by a tenant’s death.

To ensure a fair, transparent and consistent approach, discretionary succession applications will be assessed on an overall balance of factors. No single factor will be determinative.

The assessment will consider:

• Whether the applicant is a non-qualifying family member of the deceased tenant and has occupied the property as their only or principal home for at least 12 months immediately prior to the tenant’s death.
• Evidence of occupation must demonstrate residence over the full 12-month period and may include primary evidence, such as:
  • Council tax records
  • Electoral register records
  • Department for Work and Pensions (DWP) or HM Revenue & Customs (HMRC) correspondence
  • Official medical records
  • Home Office correspondence
  • Court or legal documents
• Where primary evidence is incomplete, supporting evidence may be considered to corroborate occupation, including:
  • Utility bills
  • Bank or credit card statements
  • Mobile phone or internet bills
  • Insurance documents
  • Payslips or employer correspondence
  • Tenancy-related correspondence
  • School or college records
  • Letters from professionals (e.g. social or support workers)
• Whether the applicant has access to alternative accommodation
• Whether the applicant is eligible for social housing
• Whether the property is suitable and affordable for the applicant’s needs
• Whether the property has been adapted to meet the applicant’s needs
• Whether there are any rent arrears or other debts owed to SNG
• Whether there have been any tenancy, conduct, or property-related breaches
• Whether the applicant has the Right to Rent and, where applicable, recourse to public funds (see Section 5.11)
• Whether there are any other circumstances which need to be considered to avoid the applicant from being unreasonably disadvantaged – for example, they surrendered a previous tenancy to take care of the tenant who has since passed away.

Until a discretionary succession decision is made, the occupier does not hold a tenancy and will be required to pay a use and occupation charge in accordance with SNG policy (see Section 5.10).

5.7. Moving customers to another home

Where there is no statutory or contractual right to succeed and we decide that the property is not suitable for the occupier, we may at our discretion offer an alternative, more suitable home.

Following a statutory succession, we cannot force the successor to move, but we can ask them if they would consider moving if we feel it would be in their best interest.

Where contractual succession applies, we will check the wording of the tenancy agreement to determine whether it permits relocation to an alternative property and the circumstances in which this may occur. Any action taken will be in accordance with the terms of the tenancy agreement and relevant legislation.

Any alternative accommodation offered will be suitable for their needs and made within a reasonable timescale. Where an occupier without a tenancy refuses a reasonable offer, we may take possession action to recover the property.

While a decision is being made and until the occupier either leaves the property or is granted a tenancy, a weekly use and occupation charge will apply.

5.8. Inheriting a tenancy

In the context of social or assured tenancies, a tenancy cannot be inherited through a will.

If the person occupying the property has no succession rights and they don’t leave, we’ll seek to take back the home through the courts and ask the estate to pay for any charges.

5.9. Applicant or potential successors under 18

A person under the age of 18 cannot hold a legal tenancy in their own right. Where an applicant or potential successor is under 18, any tenancy granted must be held on trust by a suitable adult trustee until the young person reaches the age of 18.

In such cases, SNG will require the appointment of a trustee who is legally capable of holding the tenancy on behalf of the young person. The proposed trustee will normally be identified by the applicant or their representative, subject to SNG’s approval.

When considering whether to approve a trustee, SNG will ensure that the individual:

• is over 18 and has legal capacity
• is willing and able to act in the best interests of the young person
• is able to sustain the tenancy and meet the associated obligations
• does not present an unacceptable risk in relation to tenancy management (for example, a history of tenancy fraud, significant rent arrears or anti-social behaviour).

The trustee will be required to enter into a formal trustee agreement with SNG, setting out their legal responsibilities, including compliance with the tenancy conditions and management of the tenancy on behalf of the young person.

Where appropriate, and as an additional safeguard, SNG may also require the appointment of a guarantor. Any guarantor must have legal capacity and will be required to confirm their understanding of, and agreement to, their obligations through a signed guarantor agreement.

5.10. Use and occupation

5.10.1. End of the deceased tenant’s tenancy

We will close the deceased tenant’s account at the expiry of the Notice to Quit, whether served by the executor of the will, the administrator of the estate, or by SNG on the Office of the Public Trustee. This will usually be after four weeks, subject to the terms of the tenancy.

5.10.2. Temporary occupation with permission

Where a person remains in a property without a tenancy following a tenant’s death, we may allow temporary occupation while we assess their circumstances. During this period, any payments made are not rent and do not create a tenancy. Instead, charges are applied on a use and occupation basis to reflect the temporary nature of the arrangement.

5.10.3. Welfare, benefits and debt advice at first contact

At the earliest point of contact following a tenant’s death, we will offer welfare and benefits checks and debt advice triage to any person remaining in occupation or seeking succession.

This is to help identify income, benefit entitlement, financial vulnerability, and any immediate support needs while a succession decision is being assessed.

Where appropriate, and taking account of individual circumstances, vulnerability and affordability, we may agree alternative payment arrangements for use and occupation charges or mesne profits while enquiries are ongoing and until a succession decision or other housing outcome is reached. Any such arrangements will be time-limited, reviewed regularly and clearly recorded. They do not create a tenancy or confer any right to remain in the property beyond the agreed period.

5.10.4. Occupation without permission

Where occupation continues without SNG’s permission, charges may be levied as mesne profits, which are damages for trespass reflecting the occupier’s unauthorised use of the property.

5.10.5. Charging and account arrangements

Where appropriate, a separate account will be opened in the occupier’s name to record use and occupation charges or mesne profits until the occupier leaves the property or a tenancy is granted following a succession decision or other agreement.

5.11. Right to Rent and Recourse to Public Funds

We are required by the government to complete a Right to Rent check as part of any succession claims. The checks will be carried out sensitively and in accordance with government guidance. We will provide clear information and support, either directly or through other appropriate agencies, throughout the process.

Where a person does not have recourse to public funds, SNG would not be able to grant a discretionary tenancy, as the tenancy must be affordable and sustainable.

5.12. Rent arrears when a tenant dies

5.12.1. Arrears liability

If a tenant dies owing rent, including any arrears and any rent accruing up until the tenancy is legally brought to an end, the liability for these amounts remains with the deceased tenant’s estate, not the successor.

5.12.2. Successor liability

Contractual or discretionary successors are not liable for the arrears owed by the deceased tenant unless explicitly required under the tenancy agreement or as a condition of the discretionary tenancy grant. This is because such arrears do not constitute rent lawfully due under the new tenancy. If the tenancy agreement requires the successor to accept all outstanding obligations arising from the tenancy, they may pay any arrears as a lump sum or in instalments, and any agreed payment plan will be included in the tenancy agreement.

Statutory successors are generally not liable for arrears accumulated by the deceased tenant, but they continue to be responsible for ongoing rent under the tenancy. The arrears will pass onto the deceased tenant’s estate. However, if there is a possession order in force at the time of the tenant’s death, they must comply with the terms of the order; failure to do so may result in eviction proceedings.

Survivorship successors (joint tenancy) are liable for all rent, including arrears owed by the deceased tenant, because the tenancy automatically vests in the surviving joint tenant(s).

Liability is joint and several, and they continue to be responsible for ongoing rent under the tenancy. Unlike statutory succession, arrears from before the tenant’s death transfer to the surviving joint tenant(s) because the tenancy continues rather than being a new tenancy.

Where the tenancy is subject to a Suspended Payment Order (SPO), the successor takes the tenancy subject to the SPO. They must continue future payments as required and remain compliant with the tenancy agreement, for example by paying rent in advance according to the agreed payment frequency.

An SPO does not transfer pre-death arrears to the successor. Arrears up to the date of death remain with the deceased tenant’s estate. The SPO only affects future rent obligations under the tenancy.

5.12.3. Joint and survivorship tenancies

• Joint tenancies: If the deceased was a joint tenant, the surviving tenant remains liable for the whole rent, including any arrears owed by the deceased tenant, until the tenancy is legally brought to an end. This liability is joint and several.
• Spouses or civil partners with survivorship rights: When the tenancy automatically passes to a spouse or civil partner, they take on the tenancy and must pay rent going forward. Any arrears owed by the deceased tenant until the tenancy is legally brought to an end remain the responsibility of the deceased tenant’s estate, not the successor.

5.12.4. Practical recovery from the estate

Although a surviving spouse or statutory successor is not legally responsible for the deceased tenant’s arrears, the Customer Accounts team may contact them because they are usually the executor or main beneficiary of the estate. This helps the team recover arrears from the estate’s assets efficiently.

Contacting the spouse or successor does not make them legally responsible for the arrears; it is a practical step to help recover the debt from the estate.

6 - Contacting SNG

Customers can contact us in a variety of ways:

• Online via our website or customer portal
• By email
• By phone
• Via social media

6.1 Support for customers

We can provide a variety of support for our customers:

• Via our website, which can:
  • decrease or increase the size of document text
  • adjust the colour of the document
  • summarise the page
  • support audio
  • support translations
• Via the telephone
  • London and Herts areas: weekdays between 8am and 6pm on 0300 373 3000
  • South and West areas: weekdays between 8am and 6pm on 0300 5000 926
  • Customer Service Advisors can provide a range of information in a number of formats (e.g. translations, audio versions, large print).

Where customers contact us, we will take our time to carefully listen to their needs and to see how we can meet them, as per our Vulnerability and Reasonable Adjustments Policy. Staff involved in tenancy succession decisions will receive appropriate training on vulnerability, reasonable adjustments and policy exceptions, ensuring decisions are proportionate, well-evidenced and consistent with SNG’s Equality Act duties.

7 - Complaints

Succession rights are governed by legislation and therefore if an applicant does not meet the legal or tenancy agreement criteria, SNG is entitled to refuse succession and there is no legal right to appeal such decisions.

Any customer who disagrees with a succession decision or is dissatisfied with how their case has been managed has the right to make a complaint through our formal Complaints process.

All complaints will be reviewed impartially, objectively and in line with our published policies and procedures to ensure decisions are consistent, fair and transparent.

If the customer remains dissatisfied after completing our Complaints process, they have the right to refer the matter to the Housing Ombudsman Service, which provides independent oversight and can assess whether we have acted fairly, reasonably and in accordance with our obligations.

8 - Compliance

All staff involved in managing or supporting customers through the succession process must read, understand and comply with this policy.

Understanding will be supported through induction, role-appropriate training and regular policy updates. Staff will also be provided with guidance to support consistent application of the policy in practice.

SNG recognises that succession cases often involve bereavement and vulnerability. Staff will be supported to apply this policy in a trauma-informed and culturally competent way, balancing empathy with consistency and ensuring that customers receive clear and accurate advice.

Managers are responsible for ensuring compliance with this policy. This includes:

• undertaking case reviews to ensure succession requests are managed in line with this policy and appropriately recorded
• reviewing management information relating to succession requests, decisions, and processing times, in particular to identify any disproportionate impact on protected groups, where data is available and as required
• identifying learning from complex or disputed cases to inform training, improve consistency, and strengthen decision-making.

All decisions made under this policy must be clearly recorded, supported by evidence, and capable of withstanding independent scrutiny, including review by the Housing Ombudsman or the courts. Where discretion is applied under this policy, decisions will be reasonable, proportionate and supported by a clear recorded rationale.

9 - Sustainability

SNG recognises the importance of sustainability in the delivery of its services and decision-making.

• In the context of tenancy succession, this includes:
• ensuring that homes are occupied appropriately following a succession
• supporting sustainable tenancies and stable communities
• making best use of housing stock to meet current and future housing needs.

SNG will take a balanced approach, supporting eligible successors while managing housing resources responsibly and in line with legal and regulatory requirements.

10 - Responsibilities

Regional Director Localities - Communication, implementation and operational compliance of this policy.

Locality Managers and Customer Specialist Managers - Monitor and review the progression of all succession cases, ensuring the appropriate decisions and actions are made prior to case closure.

Locality Officers - Manage the progression of successions cases, ensuring the relevant checks and visits are made prior to a decision being made, keeping the customer/applicant informed at all times.

Customer Specialist Housing - Manage succession enquiries as part of first point of contact.

Customer Accounts Teams

• Ensure communication with the use and occupier to ensure they understand their liability for the rent
• Support customer to make appropriate benefit claims
• Ensure relevant action taken when the use and occupier is not eligible to succeed the tenancy
• Manage arrears

11 - Equality, diversity and inclusion

SNG is committed to treating all customers, colleagues, and applicants fairly, with dignity and respect, and without unlawful discrimination.

This policy will be applied consistently and in accordance with the Equality Act 2010. SNG will not discriminate on the basis of any protected characteristic, including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.

SNG will take steps to ensure that decisions under this policy are fair, proportionate and evidence based. Where discretion is applied under this policy, decisions will be made objectively and will not be influenced by personal bias or assumptions.

Services will be delivered in a way that is inclusive and accessible. Where required, reasonable adjustments will be made in line with the Vulnerability and Reasonable Adjustments Policy to ensure customers can access information and services in a way that meets their individual needs.

SNG will take concerns about fairness seriously and will use feedback and complaints to improve how this policy is applied in practice.

12 - Related documents

• Succession Process/Procedure/Guidance
• Lettings Policy
• Tenancy Policy
• Income Management Policy
• Anti-Social Behaviour Policy
• Right to Rent Policy
• Vulnerability and Reasonable Adjustments Policy
• Former Customer Arrears and Credit Write-Off Policy
• Complaints Policy

13 - Legislation and regulation

This policy is informed by, and will be applied in accordance with, relevant legislation and regulatory requirements. Key legislation includes:

• Rent Act 1977
• Housing Act 1985
• Housing Act 1988
• Localism Act 2011

SNG will also have regard to:

• relevant case law
• regulatory standards set by the Regulator of Social Housing
• safeguarding legislation and statutory guidance

The legislation listed above is not exhaustive. SNG will comply with all applicable legal and regulatory requirements in the application of this policy.

In line with the Regulator of Social Housing’s Governance and Financial Viability Standard, SNG will take reasonable steps to maintain ongoing compliance. This includes reviewing and updating policies and procedures where necessary.

Where there is any conflict between this policy and current legislation, the legal requirements will take precedence.

14 - Review

This policy will be reviewed every three years or sooner if there are significant changes in the legal or operational landscape.